System and method of obtaining customer feedback
a customer feedback and customer technology, applied in the field of system and method of obtaining customer feedback, can solve the problems of increasing customer hesitancy to provide information, raw data is not necessarily usable, and consumers are asked to give feedback, so as to increase the likelihood of customer feedback
Inactive Publication Date: 2014-11-13
CRAWFORD MARK +2
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AI Technical Summary
Benefits of technology
This patent describes a system and method for getting customer feedback through a survey application on their phone or network device. The service provider explains that the survey will be sent to the customer's phone and initiates an automated call to collect data. The data is then stored and accessible through a cloud-based portal. The main technical effect is to increase the likelihood of the customer participating in the survey and to provide a convenient and efficient way for service providers to gather valuable customer feedback.
Problems solved by technology
Of course raw data is not necessarily usable and asking consumers to give feedback can be problematic both in making the consumer feel uncomfortable and actually provoke negative feelings about the product or service for which feedback is being solicited.
This can lead to increased customer hesitancy to provide the information requested due to unfamiliarity with the device and sanitary concerns.
Method used
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[0008]In the following detailed description of the invention, reference is made to the drawings in which reference numerals refer to like elements, and which are intended to show by way of illustration specific embodiments in which the invention may be practiced. It is understood that other embodiments may be utilized and that structural changes may be made without departing from the scope and spirit of the invention.
[0009]Referring to the figures, a system and method of obtaining customer feedback 100 is shown with a service provider 110 performing a service 120 to a customer 115. The service 120 can be a professional service, such as medical care, legal, accounting or other service or it can be physical labor like rug cleaning, car mechanic, roofing contractor, etc. After performing the service 120, service provider 110 asks customer 115 if they would be willing to take a survey regarding the service 120 they received. To encourage participation, the customer 115 is told that if t...
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A system and method of obtaining customer feedback uses an application that directs a survey instrument to be received by a customer's own phone or network enabled device. The service provider performs a service or provides a sale and asks the customer to participate in a survey. To increase the likelihood that the customer will participate, the service provider explains that the survey will be sent to the customer's phone. The service provider places a call to initiate an automated survey which is directed to the customer's phone. The data collected is stored and retrievable through a cloud based administrative portal where the service provider client is able to utilize the data collected. In one embodiment, the process is automated and is initiated when the service provider calls or signs in and enters the customer information in an application which sends the survey instrument to the customer.
Description
CROSS REFERENCE TO RELATED APPLICATIONS[0001]This application claims priority and herein incorporates by reference U.S. provisional patent application 61 / 822,000, filed May 10, 2013.BACKGROUND OF THE INVENTION[0002]In the information age, it is easier than ever to collect data from and about customers to better serve the needs of the customer. Of course raw data is not necessarily usable and asking consumers to give feedback can be problematic both in making the consumer feel uncomfortable and actually provoke negative feelings about the product or service for which feedback is being solicited. It is well known to ask a customer to fill out a survey regarding their experience with a product or service.[0003]With the exploding use of cellular communication and other network enabled devices, it is known to ask a customer to take a survey using the feedback initiator's device. This can lead to increased customer hesitancy to provide the information requested due to unfamiliarity with t...
Claims
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IPC IPC(8): G06Q30/02
CPCG06Q30/0201
Inventor CRAWFORD, MARKRONEY, CALEBRONEY, III, JOSEPH K
Owner CRAWFORD MARK